Intelligent Voice HD

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Intelligent Communication Solutions Ltd Reg Number: 08471775 VAT Number: 159818267 Registered Address: Suite 1-2 Evolve Business Centre, Cygnet Way, Houghton Le Spring. DH4 5QY

TM

Intelligent Communication Solutions Ltd

Data Solutions • Network Services • Systems & Maintenance • Mobile Solutions

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

Intelligent Communication Solutions Ltd



About Intelligent Voice



Why Intelligent Voice



Polycom Handsets



Business Benefits



Key Features



Cost Comparison Analysis



Product & Efficiency Tools



Account Management

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Introduction to Intelligent

Communication Solutions

Intelligent Communication Solutions is a major player in the telecoms market offering an unrivalled combination of leading products and services.

Intelligent Communication Solutions provide customers with fixed line access and calls, together with hardware supply and maintenance. Additionally, we operate our own VoIP (Voice over Internet Protocol) network. This move from ‘Reseller’ to ‘IP Carrier’ means that we are at the forefront of technological development and can offer a unique combination of innovative products; for example, the ability to pay customers for receiving incoming calls.

ICS ltd are based within The North East and can provide local support. We are a family run business with some of the best specialists within the industry who have all worked for most of the large Telecoms Companies

 Intelligent Communication Solutions – based in the North East

o Hosted IP service

o Calls and lines

o Engineering and maintenance services

o Billing services

o Customer Services

o White labeled telecom service to partners

 Intelligent Communication Solutions Network Operations Centre

o VoIP network

o VoIP gateway interconnect to global carriers (direct access to 60+ countries)

We have strong partnerships with the major tier one carriers in the UK. This means we only utilise the high quality networks provided by these partners and offer one point of contact to our customers across all of our products. We can offer a truly unified comms solution based on your requirements. Therefore ICS can tailor a solution to suit your business with the ability to discount certain areas to allow us to provide not only a first class solution but also competitive pricing.

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As one of the UK’s premier IP Telephony Network Providers, we supply: Hosted IP

Our revolutionary Hosted IP service allows you to replace your existing telephone systems and lines with a state-of-the-art VoIP system. The system is infinitely expandable meaning you never need buy another telephone system again. This means capital expenditure assigned to the telephone system can be used elsewhere. The service provides many advanced features such as call recording, fax to email and best of all a payment to you for all your inbound calls.

Mobile Office

This revolutionary service from Intelligent Communication Solutions provides true office and mobile phone convergence. Installing Mobile Office allows you to take your office extension and its

functionality with you wherever you may go. This is made possible by combining the power of Intelligent Communication Solutions’ IP network and products with the expanse and power of Vodafone’s GSM network. Mobile Office brings with it a number of features and benefits that are not available on traditional mobile phones. For example, which other mobile phone pays you money each and every time you receive a call?! Our user enabled call record feature is also available at a fraction of the cost of other similar products.

Lines & Calls

By transferring your line rental to Intelligent Communication Solutions, you’ll immediately see

significant costs savings on all types of lines be they analogue or digital. The transfer is seamless and you’ll experience no disruption to your current service. Furthermore, any faults are dealt with to the exact same Service Levels you would expect to currently receive.

Similarly, the call service transfer is seamless and you’ll immediately see savings of over 50% against standard tariffs. All calls are carried by only the best Tier 1 carriers ensuring both quality and

resilience.

Broadband

We can provide a comprehensive range of SDSL and ADSL circuits ranging in bandwidths from 1/2Mb, 1Mb, 2 Mb, up to 8Mb and up to 24Mb with contention ratios from 50:1 to 1:1

Maintenance

We can offer a whole range of maintenance packages tailored specifically to your needs. We can provide 24 hour, weekend and bank holiday cover should your communications be critical to your business.

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Why IP Telephony?

The phrase IP telephony is often misunderstood, misquoted and poorly explained. This is mainly due to the different ways organisations market IP telephony and how users have been introduced to the technology.

IP telephony, or VoIP, is often mistakenly applied only to the Internet (World Wide Web). Services (such as Skype) have popularised this type of service and many home users now make calls to distant family and friends this way, mainly to reduce their call costs.

VoIP telephony is really a method of communication which uses IP Networks to transmit your voice. Within a business environment VoIP means that all communications are carried over an IP data network, and does not necessarily use IP Networks such as the Internet to make external calls. You can integrate ‘Internet’ service type VoIP (of the type home users refer to) - but this is called a SIP line (Session Initiation Protocol) and is supported as standard on the SL1100 platform. This use of VoIP and SIP can be referred to as ‘end-to-end’ IP. SL1100 IP Telephony can make use of both VoIP and ‘end-to-end’ IP by using your existing Network to deliver voice calls to your desk, and can use VoIP to route calls over the Internet.

This ‘Pure IP’ system (which does not switch between old TDM technology and IP) allows for; reduced call costs, reduced infrastructure costs, and multimedia video communications. By using a single infrastructure to deliver all your Voice and Data needs you can consolidate costs, improve efficiencies and increase productivity. The SL1100 Platform includes integrated Analogue or ISDN lines for ‘traditional’ external line connections, as well as SIP trunks, allowing you to benefit from all types of connectivity. ‘Traditional’ telephone systems rely on dedicated cabling, complex connection boxes and are often difficult to expand as your business grows. Moving offices can be a complex and highly costly exercise, not to mention the difficulties should you have to implement a Disaster

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About Intelligent Voice HD

Intelligent Voice HD Telephony from Intelligent Communication is a second generation fully hosted and managed telephony service.It provides the functionality of a high-end PBX allowing your

business to work more efficiently and employees to be more productive.

The Intelligent Voice HD Telephony IP Platform is hosted in a secure and resilient data centre. The only equipment required at your premises is a managed router, managed Intelligent connectivity, a

choice of HD quality handsets and if required cat5 cabling. The system is modular in that it is based on the number of users (seats) providing the flexibility to easily add new users. You choose how many concurrent calls you require to support your business and also the level of seat functionality for each user. Based on this criteria Intelligent Will deliver the appropriate level of managed connectivity for your business. Most system features can be controlled via a dedicated web portal,

either for individual users or for a group administrator. Vital disaster recovery or ad hoc call routing plans can be controlled from any internet enabled device from anywhere in the world. This is an

essential business continuity tool.

Why Intelligent Voice

Intelligent own their own IP platform and deliver calls over the secure intelligent data network. Intelligent do not re-sell packaged offerings from other providers, and are able to provide more impressive functionality and tailored solutions than an IPreseller. Intelligent already delivers this unique seat based service to thousands of business end-users.

Other Intelligent Voice Users

Router/ Intelligent Intelligent Data Public Tel Switch Managed Data Centre Exchange

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Intelligent Communication Solutions Ltd Reg Number: 08471775 VAT Number: 159818267 Registered Address: Suite 1-2 Evolve Business Centre, Cygnet Way, Houghton Le Spring. DH4 5QY The Polycom VVX 500 Gigabit business media phone

Designed for today’s busy managers and knowledge workers. It is a powerful yet intuitive office phone that can keep up with their multitasking and schedule juggling.

Designed for a broad range of UC environments, the VVX 500 improves productivity through a touch-screen interface. It also serves as an application platform that complements the applications on the user’s computer.

Polycom VVX 500 supports expansion modules for

applications such as personal videoconferencing and wireless networking. It is easy to deploy and manage with an enterprise-grade configuration method, so administrators can easily provision and maintain

handsets throughout the enterprise.

Designed for enhanced interoperability, Polycom VVX 500 leverages your existing IT investments by integrating with more IP PBX systems than any other business media phone in the industry.

It offers:

 UC Software and Polycom Desktop Connector to PCs; keyboard and mouse sharing

 Microsoft Exchange calendar integration

 Touch-screen interface

 Expandable accessories for video and wireless

 Open application platform and Web browser

 Simple, flexible and secure provisioning options.

Polycom VVX 410 12 Line Gigabit VoIP Phone

The Polycom VVX 410 is a 12 line HD Voice business media phone with a 3.5" color LCD display and dual Gigabit RJ45 ports for knowledge workers and office staff.

With the VVX 410 Polycom phone you can bring a high-quality, cost effective desktop telephony solution to front line staff handling moderate volume of calls through advanced UC telephony features. The intuitive color user interface of the VVX 410 makes navigation easy and requires minimal training. Unsurpassed voice quality and clarity The VVX 410 delivers breakthrough Polycom HD Voice quality for life-like conversations, while minimizing fatigue making calls more efficient and productive.

The VVX 410 you can improve personal productivity by complementing workplace applications on the computer. Users can view and manage their Microsoft Exchange Calendars, receive meeting reminders and alerts, access the corporate directory and Instant Messaging/presence status right on their phone display, even while waiting for their PC to boot. They can also extend their PC’s desktop to include this Polycom VVX phone’s screen for mouse/keyboard navigation and interaction.

The Polycom VVX 410 phone is easy to deploy and simple to manage. Using an enterprise-grade, web-based, configuration method allows administrators to easily provision and maintain even a small number of phones throughout the entire organization.

This multimedia VoIP phone provides personalized information at a glance, through built-in web applications and custom backgrounds. The VVX 410 phone also comes ready for future expansion modules as your users’ need and business grows.

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The Business Benefits

Intelligent Voice HD Telephony can revolutionize the way you communicate by providing greater flexibility, additional functionality features and by reducing costs.

Horizon is a complete communications solution that provides an extensive range of fixed and mobile telephony capabilities via an easy to use web portal

Designed for the single user to enterprise, or multi-site to multi-tenant, Horizon is a constantly evolving solution for today’s evolving business

Intelligent Voice HD Telephony can revolutionize the way you communicate by providing greater flexibility, additional functionality features and by reducing costs.

Number Portability

Keep current phone numbers and add further UK numbers no matter what telephone exchange you are connected to.

Resilience

Calls can easily be re-routed to cover emergency and disaster scenarios.

Scalability

Easy to deploy more handsets and seats as the business grows.

Unrivalled Features

High Definition Voice quality, call recording, call logging. Solutions designed to drive productivity.

Administration & Monitoring

Web based phone and system management tools. All controlled using the Intelligent Web Portal.

Mobility

Flexible mobile working allowing remote employees to have a single virtual number and appear as if they were sitting at their desk.

Outlook, Explorer & Firefox Integration

Intelligent Toolbar allows screen popping of calls, click to dial from contacts or directly from a web page. View call history, personal and group directories.

Minimal on Site Resource Needed

Intelligent provide full maintenance support. The Intelligent network is monitored 24/7 at our Network Operations Centre.

Call & Line Costs

Free “on net” calls between users and sites regardless of location. Ongoing line rental costs can be dramatically reduced.

Cost & Budgeting

No up-front costs and per user (seat) pricing over an agreed term provides a simple price structure and can demonstrate a clear return on investment.

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Intelligent Voice HD Key Features

Intelligent Voice HD Telephony offers 3 distinct packs:

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Premier (We provide premier licences as standard with no additional cost)

In addition to above Service Packs Intelligent provides several optional extras.

Services Lite Business Premier Optional extras

Alternate Numbers 4

Anonymous Call Rejection 4 4

Automatic Call-back 4 4

Automatic Hold/Retrieve 4

Auto Attendant 4

Barge-in Exempt 4

Basic Call Logs 4 4 4

Busy Lamp Field 4

Call Centre - Standard 4

Call Forwarding Always 4 4 4

Call Forwarding No Answer 4 4 4

Call Forwarding Not Reachable 4 4 4

Call Forwarding Selective 4

Calling Line ID Blocking Override 4 4 4

Calling Line ID Delivery Blocking 4 4 4

Calling Name Retrieval 4 4 4

Call Notify 4

Call Return 4 4 4

Call Transfer 4 4 4

Call Waiting 4 4 4

Connected Line Identification Presentation 4 4 4

Connected Line Identification Restriction 4 4 4

Services Lite Business Premier Optional extras

Custom Ringback User 4

Intelligent Anywhere 4

Intelligent Toolbar 4

Intelligent Softphone (for pc or laptop) 4

Directed Call Pickup 4

Directed Call Pickup with Barge-in 4

Diversion Inhibitor 4 4

Do Not Disturb 4 4

External Calling Line ID Delivery 4 4 4

External Custom Ringback 4

Flash Call Hold 4 4 4

In-Call Service Activation 4 4

Internal Calling Line ID Delivery 4 4 4

Last Number Redial 4 4 4

Multiple Call Arrangement 4

N-Way Call (Three party conferencing) 4

Outlook Integration 4 4

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Key Features Continued

e

y Features ey Features

Privacy 4

Push to Talk 4

Receptionist Attendant Console 4

Remote Office 4 4

Selective Call Acceptance 4

Selective Call Rejection 4

Sequential Ring 4 4

Shared Call Appearance 10 4

Simultaneous Ring Personal 4 4

Speed Dial 100 4 4

Three-Way Call 4 4 4

Unified Messaging (Voice and Fax) 4

Web Portal (User or Administrator) 4 4 4

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Productivity and efficiency tools

The Intelligent Web Portal

Using the Intelligent User or Administrator Web Portal, businesses are empowered to self-configure and manage their group and personal services in real-time, thereby minimising costs for moves, adds, and changes. Administrators can configure and amend hunt groups, messaging, music on hold and many other services all at a click of a mouse. Individual users also benefit from the increased control and flexibility. The Personal web portal allows users to easily configure their services to meet their specific needs, without having to remember any star codes or complex procedures.

 The Intelligent Toolbar enables users to make and accept telephone calls, and change

 telephone settings, from within MicrosoftOutlook, InternetExplorer and Firefox.

 Microsoft Outlook edition has key integration features such as outbound click-to-dial from

 Outlook contacts and right-click to dial from email messages.

 Internet Explorer and Firefox edition allows users to highlight web page number and right click to dial.

 Full call control (answer or soft pickup, hold, end, 3-way conference and transfer or retrieve voicemail).

 Easily change telephony service settings such as Simultaneous Ring, Call Forward All, Call Forward

 No Answer, Call Forward Busy, Do Not Disturb and Remote Office.

 View group and personal contact directories.

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Account Management

Customer Services

Customer Services is made up of a diverse team of specialists providing customer care and support to a wide range of SME and Corporate accounts.

We have in house engineers who can speak to customers directly if required and our field engineers support the Customer Service teams to gain speedy resolutions for customers.

We also actively engage with other departments within the Company to speed up the resolutions for the customers and/or provide services quicker. The Customer Services Department has its own autonomy on behalf of the customer. Customer Services advisors are trained in all aspects of the organisation’s

operations, products and services and how they work; this enables you, the customer, to experience where possible one call resolutions and where this is not achieved the advisor will maintain ownership of the reason for contact until resolved.

Where issues are not easily resolved there is an escalation procedure for staff to use, to facilitate problem solving by senior managers as required.

Issues and SLA performance

Whilst we hope that you never have the need to complain, we do welcome feedback in the event that you feel that we have not met the high standards you expect from us. Complaints are taken very seriously by our organisation.

 Our compliance time for fault reporting is 96% as measured against our published Service Level Agreements.

 Our present complaint handling figures are 0.86% from our customer base.

The department handles an average of 12,000 calls per month and not one of these calls is taken by an automated system, when one of your team call us they will speak to a real person every time.

Monitoring and Reporting

All reported faults, issues and complaints are logged and monitored to resolution. The details are available from your point of contact and discussed with the Intelligent Communication Solutions Ltd Account

Manager.

How do you raise an issue?

In the first instance contact us directly. If you feel that the issue has not been dealt with to your satisfaction then full details of the issue should be put in writing and either posted or e-mailed to the Customer Services Director.This will enable us to address each issue quickly and appropriately.

What happens when we receive an issue or complaint?

The complaint is logged on our electronic complaints systems and given a complaint reference number. Our complaints system is audited as part of the BSI standards.

When will we contact the person raising the issue?

Within 4 working hours, the customer will be contacted by telephone by a Customer Services Representative, who will take ownership of the issue to resolution.

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What happens next?

An internal process will be followed with the relevant departments to gather all information required to deal with the issue

We will provide updates to the customer at each stage of the process, agreeing actions and agreeing when the next update or contact will be. We will keep the customer raising the issue fully informed until we have resolution or offered an alternate solution.

What to do if the customer is not happy with the outcome?

Your dedicated Account Manager, will follow up using the Intelligent Communication Solutions Ltd escalation procedure. Your account manager will maintain regular contact with the Customer Services Department working as a team to resolve your issues.

Billing

Intelligent Communication Solutions Ltd do not outsource our billing operation, it is all handled on site by a team of highly skilled technicians.

Our billing engine is totally bespoke, and wholly owned by us. In short, this means that we have the inbuilt flexibility to constantly evolve within an ever changing marketplace to exceed customer expectations. The Billing Department is able to provide:

 Call and line rental rates significantly cheaper than BT

 Call bundles available

 Paper billing

 Per second billing

 Itemised email billing

 Online call management

 Cost centre reporting

 Top 10 analysis reports

 Usage by day reports

 Usage by hour reports

Key Contacts

For all general customer service enquiries including reporting of faults: Intelligent Communication Solutions Ltd Customer Service Number -

0845 4583220

All your new line / cease line requests should be made from your authorised contact to:

[email protected]

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Quality Assurance Manual

Our Policy

Intelligent Communication Solutions Ltd and its associated companies aim to provide a complete telecommunications service to business and are committed to providing total customer satisfaction by conducting our activities in accordance with our published Code of Practice, agreed by the

Telecommunications Regulator, and available on request.

In support of this we have implemented a quality management system designed to help us manage our activities effectively and efficiently. To demonstrate our commitment our quality system has been assessed and registered by BSI.

It is our policy to consistently meet our customers’ requirements, monitor agreed quality and service standards, and improve our performance through clear objectives and measurable targets.

Every member of the company is responsible for achieving and maintaining our quality standards through personal involvement and action. Through training and delegation we aim to develop the talents of all our employees to enable them to participate fully within the company as a member of the team.

Intelligent Voice HD

TM

Intelligent Communication Solutions Ltd

Data Solutions • Network Services • Systems & Maintenance • Mobile Solutions

Contents



Intelligent Communication Solutions Ltd



About Intelligent Voice



Why Intelligent Voice



Polycom Handsets



Business Benefits



Key Features



Cost Comparison Analysis



Product & Efficiency Tools



Account Management

Introduction to Intelligent

Communication Solutions

About Intelligent Voice HD

Why Intelligent Voice

The Business Benefits

Intelligent Voice HD Key Features

Intelligent Voice HD Telephony offers 3 distinct packs:



Premier (We provide premier licences as standard with no additional cost)

Key Features Continued

e

y Features ey Features

Productivity and efficiency tools

The Intelligent Web Portal

Account Management

Quality Assurance Manual